Collections Representative

Rural Metro Fire•Huntsville, AL

2d•Onsite

About The Position

The Collection Representative is responsible for engaging with customers to resolve outstanding account balances through outbound and inbound calls. This role focuses on delivering a professional, customer‑centric collections experience while meeting individual and team recovery targets. Success is measured by effective negotiation, adherence to compliance standards, accurate documentation, and consistent achievement of collection performance goals.

Requirements

High school diploma or GED
Minimum 1 year of experience in collections, call center operations, customer service, or related field
Strong negotiation and conflict‑resolution abilities
Excellent verbal communication and active listening skills
Ability to work in a fast‑paced environment with performance expectations
Proficiency with Microsoft Office and CRM/collections software
High attention to detail, accuracy, and organization

Responsibilities

Conduct high‑volume outbound and inbound calls to customers with overdue accounts.
Negotiate payment arrangements that align with company guidelines and customer ability to pay.
Communicate account information clearly while maintaining a respectful and empathetic tone.
Meet or exceed monthly and quarterly collection targets, call metrics, and quality assurance standards.
Accurately document all customer interactions, payment commitments, and account updates in the CRM system.
Identify accounts requiring escalation due to hardship, disputes, or special circumstances.
Process payments, set up recurring payment plans, and verify customer information.
Educate customers on account status, billing processes, contractual terms, and resolution options.
Follow all federal, state, and company regulations including FDCPA, TCPA, and internal compliance policies.
Collaborate with internal teams such as Billing, Customer Service, and Finance to resolve complex or disputed accounts.
Participate in team meetings, training sessions, and performance reviews.
Provide feedback on customer trends, objections, and process improvements to leadership.